Contacting a funeral home is typically an emotional ordeal. Clients are grieving, and you need to ensure each phone call is handled delicately. In addition, the process of arranging a funeral can feel overwhelming to them. Everyone who comes in contact with clients must be empathetic and understand what a hard time this is for the family.
For a funeral director, this is just part of who they are. However, not all staff members follow in their compassionate footsteps. You must ensure that anyone dealing with family members during the arranging of a funeral, is handled in an empathetic and professional manner.
A virtual receptionist is trained to work with a variety of people and the emotions they are going through. If you want to ensure your clients are receiving the care they deserve and need during this time, you should consider contracting a virtual receptionist.
Here are some of the reasons why funeral home directors should consider hiring a virtual receptionist to care for their phone calls.
Since a virtual receptionist works in a remote location they are highly affordable. You will not have to worry about providing them office space or equipment. In addition, you will not have to worry about full time benefits, as they are contracted.
Quality Customer Service
Your virtual receptionist will already be trained to care for all phone calls in an empathetic manner, which means you will not have to worry with training them. They will be able to start right away. They will give all customers a good first impression, which is everything in the funeral industry. If a client does not feel comfortable confiding in you during this delicate time, they will go to another funeral director.
Nothing is worse than calling into a company, and reaching someone who knows nothing. It is an extremely difficult time when a funeral is being planned, therefore, you need to cut down on the stress by ensuring that all staff members are knowledgeable about your services. This will help you appear more empathetic to your customers, and they will feel more reassured about using your services. Your virtual receptionist will take the time that is needed to understand all of your services and offerings. This will help them care for customer calls appropriately.
You want to make sure that your clients are not placed on hold for long periods of time. Since you need to be empathetic in all areas of your business, you need to answer every phone call in a timely manner. A virtual receptionist can even be recruited to help with over flow calls, so no clients go to an automated system or are placed on hold.
Your virtual receptionist is available when you need them. You never have to worry about holidays, sick days, or vacations. They are contracted, and their hours are flexible. This will help ensure empathy is expressed to clients even during the hours your funeral home is not opened. Many staff members may begrudge answering phones during the holidays, but a virtual receptionist works flexible hours, and is trained to be professional no matter what the day is. Your clients will be cared for efficiently.
Forget about having to transfer your phone calls to an automated machine. Your clients will be greeted by a live person who can help them through this difficult time. Your phone calls are important, and ensuring compassion is expressed is vital. Your virtual receptionist will ensure all phone calls are handled in a compassionate way.
Your virtual receptionist will be able to step each client through the process of setting up a funeral. This will help take some of the anxiety out of the process. If the client knows what they need to do, they can take it in small strides. If they are bombarded with trying to figure out what is next, it could add a lot of unneeded stress. Clients will appreciate knowing what they need to do up front, so they can step through the process with ease. Your virtual receptionist will not only be compassionate when answering phone calls, they will also show how much they care by taking the time to explain what happens next.